A pub landlady has apologised to furious families who say their Christmas Day lunch was ruined - after massive delays saw customers walk out without being fed.

Diners at The Birches Head were left waiting too long for their meals, with only a small proportion actually receiving their food.

Around 70 people were booked in for lunch at the Birches Head Road venue on December 25 after reserving places for a £40 three-course meal.

But pub manager Annette Townley - who was also responsible for cooking the food - was unable to cope with the demand and says a combination of overbooking by the previous tenants and latecomers turned Christmas Day into a disaster.

Families at The Birches Head were left without their Christmas dinner

Kathryn Fairbanks was one of the unhappy customers who says her Christmas Day was ruined by her family’s experience at the Birches Head pub.

The 46-year-old, of Sneyd Green, was part of a group of 11 family members expecting to dine that day. They arrived early for their 2.30pm booking - and by 3pm no members of staff had approached their table.

Kathryn said: “We could hear other tables saying that they were waiting to be served, one had been booked in at 1pm and had only had their starter, and it was 3pm. My sister-in-law went to see what was happening and we were told it would be at least 4pm before we would be served. There was only one waitress working, and she said it was her first day. It was a complete shambles.”

'We ended up with a pizza. I was in tears and our day had been ruined...' - Diners hit out after Christmas Day disaster at The Birches Head pub

Several diners who went to The Birches Head on Christmas Day have taken to online review site Tripadvisor to describe their own experiences.

One reviewer called it ‘abysmal’ and said: “We booked Christmas Day lunch for 3pm. Arrived at 2.45pm to find the restaurant full but no food to be seen. When questioned the seated diners said they had been waiting for two hours. As we only live five minutes away we returned home. I was in tears as the day was ruined, we ended up with a pizza.”

Another diner described the long wait at the venue, writing: “Booked dinner for one o’clock. Waited an hour for our starter then another hour for our main. We didn't want to wait another hour for dessert so left without paying the balance. Some people had their deposit back as they had no food. If they cannot cope they should have not done it.”

Another said: “We booked a table for 1pm. We all sat down at 12.45pm and waited until 1.50pm. Got our starter and then waited another hour for our main. Never had our pudding - or coffee and mints. There were two tables that had their deposits back as they had waited too long for the starter and another three, maybe four, tables didn't know what to do.

Meanwhile, some customers warned others off the venue, with one writing: “Our party decided to leave so did other family groups.”

Kathryn’s family and several guests ended up leaving without being fed. Their £10 deposits have been refunded.

She added: “Luckily I had a small turkey breast at home which I was going to cook on Boxing Day, so we had turkey baps – I didn’t have any veg in.

“We had one relative in his 90s and another in her 80s. Not only did we have no Christmas dinner but it was supposed to be a time of getting together as a family, making memories. Unfortunately time is not something you can get back.

“It was the first time we had been out somewhere for Christmas dinner and we'll never do it again.”

Kathryn Fairbanks and her family were left devastated by their experience on Christmas Day

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Annette took over the venue in October - and says too many bookings had been taken for Christmas Day.

She said: “There were 72 people booked in. I thought, in October people wouldn’t be able to book anywhere else, so I thought I would just try to do it. I did try to phone some people but the numbers in the book weren’t right.

“On Christmas Day we were ready to go at midday, but the first two parties were late. The knock-on effect of that was phenomenal. I was trying my hardest to catch up. There was nothing I could do.”

Asked why the situation was not explained to diners, she said: “I did come out to apologise. My waitress did tell people. I spoke to who I could on the day but I just had to keep going. It was absolutely horrible.

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“I've been doing this for 30 years and I’ve never had a day like that. Boxing Day and New Year’s Eve went really well – they were bookings I had taken. Christmas Day was a one-off. I can’t apologise enough to people.”

Inglenook Inns, which owns the venue, has also apologised.

A spokesman said: "This was not done with any malice or bad intent. Annette has a good heart and over-estimated her ability to fulfil the bookings. We are very sorry for the disappointment caused to customers."